Purpose – The purpose of this paper is to investigate the effects of various dimensions of customer relationship management (CRM) on innovation capabilities. Five dimensions of CRM (information sharing, customer involvement, long‐term partnership, joint problem‐solving, and...

Purpose – The IBM Institute for Business Value recently surveyed nearly 500 customer relationship management executives – across roles, industries and management responsibilities – in 66 countries. The goal was to assess the current state of marketing, sales and service and to document how...

Purpose – The present paper aims to propose a measurement scale of the customer knowledge enabled innovation (CKEI) capability. Design/methodology/approach – Data were generated on the basis of in‐depth interviews with managers and was analysed using the “Sphinx” software. Findings –...

Purpose – This article aims to further discussion on viable methods for marketing measurement that account for the complete customer journey by exploring common technology and communication barriers and solutions. Design/methodology/approach – Extensive industry experience with technical and...

Purpose – Service‐dominant (S‐D) logic and service science provide a conceptual framework to describe evolutionary pathways that companies could follow by innovating in order to overcome and rethink traditional and non‐productive ways of managing their businesses. The purpose of this...

Purpose – The purpose of this paper is to review key research contributions that may be useful for rethinking service innovation. Service innovation is not a monolithic construct; therefore, the opportunities for further research are multidimensional and interdisciplinary....

Purpose – This paper aims to reviews the latest management developments across the globe and pinpoint practical implications from cutting‐edge research and case studies. Design/methodology/approach – This briefing is prepared by an independent writer who adds their own impartial comments...

Purpose – Reviews the latest management developments across the globe and pinpoints practical implications from cutting‐edge research and case studies. Design/methodology/approach – This briefing is prepared by an independent writer who adds their own impartial comments and places the...

Purpose – The aim of this paper is to explore the identification of innovative customers and the effectiveness of employing such customers to generate new service ideas in a technology‐based service setting. Design/methodology/approach – The first study reported here employs the...

Purpose – The present study aims to develop a measure of the market‐creating service innovation (MCSI) proposed by Berry et al. , verify the typology, identify the relationship between MCSI and each new service development (NSD) stage, and assess the degree to which the role of customers...